As a corporate travel agent who books business people into and out of Washington, I find this disturbing on a couple of levels.
For one thing, some airlines (Southwest) will debit a travel agency the cost of a full fare ticket if they let a reservation go unticketed by the time the flight departs. Other carriers merely mark ticketed reservations that are not used (“no-showed”) as valueless for future use or exchange.
On the other hand, I have access to some elevated customer service desks on certain carriers (including Delta), for which I have occasionally been really, really thankful.
Delta does not mark tickets “used” if the reservation is no-showed, or I’d find this double-booking practice more infuriating. However, I don’t doubt that the other major airlines (United and American) have given VIP access lines to Congressional staffers and maybe lobbyists.
United, for one has something called Global Access that is apparently a VIP service desk that’s a paid membership; until recently we did NOT have access to the line unless the passenger had a note in his/her profile that she was a GA member.
We’re relieved to now have access to the travel agent level of United Global Access, because our primary client added it to their negotiated agreement. Previously we were forced to “rely” on United’s lowest level of customer service agents (one step up from domestic “res”), who were… not helpful, not terribly knowledgeable, and not empowered to do much more than add pre reserved seats. Also, they were based in Manila or Mumbai, thus probably outsourced.
Not only this, but in the coming merger with Continental it sounds like their EXCELLENT customer service folks will be retained and the outsourced people will NOT. I am okay with this, because up to now when I’ve had a Problem PNR (passenger name record) with United, I’ve just groaned with dismay.
Meanwhile, the next time I can’t get a traveler on the late non-stop from Dulles to [redacted], I’ll waitlist them, assuming there will probably be a couple of Congressional or lobbyist no-shows.
Some perks reach beyond the Beltway. Most major airlines have phones lines dedicated to customers on Capitol Hill, aides and lobbyists told Roll Call. To accommodate their unpredictable travel schedules, Members are allowed to reserve seats on multiple flights but pay only for the one they board.
A spokesman for Delta confirmed the airline has a Congressional call desk and allows Members to double-book flights. United Continental Holdings Inc., US Airways and American Airlines, all of which are rumored to have similar practices, did not return Roll Call’s request for comment.
“We get on every single flight,†said one Capitol Hill aide familiar with process. “Every offices uses it. … The scheduler uses it for Members and chiefs of staff who fly.â€The perks have long raised the ire of consumer advocates.
“They are treated completely differently from the time they book their ticket until the time they land at the airport,†said Kate Hanni, director of Flyers Rights, an airline passenger advocacy organization.
